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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

New ticket being created when responding to email notification

Ive been digging on this one for a while now. Here is my issue:

I have disabled the ability for customers to reopen tickets. We were finding that tickets were being reopened when the customer responded to the notification generated when the ticket was closed. While that solved one issue, it created another. Now, if we close a ticket and the customer responds to the notification with a "thank you", or an auto response, it opens a completely new ticket. Ive tried adding the ticket number to the subject line of every customer facing email template, with and without brackets but nothing works.

What are my options at this point? There is no "ticket closed" email template where I could add "do not reply", and I don't see a clear cut way to add one the Default Template.

Using OSTicket Version 1.10 on Windows2k8r2 through XAMPP

osTicket Versionv1.10 (901e5ea) Up to date
Web Server SoftwareApache/2.4.17 (Win32) OpenSSL/1.0.2d PHP/5.6.23
MySQL Version10.1.13
PHP Version5.6.23
PHP Extensions
gdlib Used for image manipulation and PDF printing
imap Used for email fetching
xml-dom Used for HTML email processing
json Improves performance creating and processing JSON
mbstring Highly recommended for non western european language content
phar Highly recommended for plugins and language packs
intl Highly recommended for non western european language content
fileinfo Used to detect file types for uploads
APCu Improves overall performance
Zend Opcache Improves overall performance
PHP Settings
cgi.fix_pathinfo "1" is recommended if AJAX is not working
date.timezone America/Denver
Database Information and Usage
SchemaOST (localhost)
Schema Signature98ad7d550c26ac44340350912296e673
Space Used19.58 MiB
Space for Attachments8.88 MiB
TimezoneMountain Daylight Time (Interpreted as America/Denver)


  • You made the ticket closed with out the ability to reopen... further emails to said ticket# will always create new tickets.

    There is no closed ticket template.  Because there is no close template trigger.  Make a canned response with your "please do not reply statement" and have staff select it when they update and close the ticket.
  • Will do, thank you.
  • Very welcome. :)
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